Measuring End-User Delight: Is Success in Project Design and Delivery Enough?

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Abstract

This paper explores a new approach for measuring project success, and makes the case that end-user delight is a necessary part of performance review. Regardless of project type, there are three generic phases that all successful projects must navigate: initiate, implement and influence. These are translated into their primary goals of design, deliver and delight. Evaluation of any project can be undertaken using the lenses of its financial, social, political and environmental context. The aim in this paper is to unpack the method for measuring delight via satisfaction surveys of project customers, such as client, end-users and local community. Two 5-point Likert scales, with scores multiplied together, are recommended to assess opinions, enabling a four-quadrant model to be produced reflecting ‘wants’ and ‘needs’. Successful projects, therefore, can be described by the percentage of respondents who have a positive view that their wants and needs have been largely achieved.

Four specific success factors for measuring end-user delight are proposed in this paper, and comprise desirable (i.e. attractiveness), adaptable (i.e. flexibility), practicable (i.e. fit for purpose) and serviceable (i.e. enduring). They too are generic. These factors form part of a larger framework, known as i3d3, which can assess and rank project success and provide an opportunity for feedback that closes the loop between designer intent and customer effect. This paper sets out a possible way forward to compare future projects in a consistent and objective manner, with particular emphasis on the post-delivery phase.

Keywords: adaptable, desirable, practicable, project success, serviceable
Original languageEnglish
Number of pages10
Publication statusPublished - 18 Nov 2018
Event11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference : Grassroots to Concrete Jungle. Dynamics in the Built Environment - International Convention Center , Sydney, Australia
Duration: 18 Nov 201820 Nov 2018
https://icecpaqs2018.com/

Conference

Conference11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference
Abbreviated titleICEC-PAQS
CountryAustralia
CitySydney
Period18/11/1820/11/18
OtherThe Australian Institute of Quantity Surveyors (AIQS) is proud to host the joint 11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference in 2018. The event, which also features the 3rd International QS BIM Conference, is expected to attract over 400 local and international participants from a variety of professions including; Quantity Surveyors Cost Planners Cost Engineers Cost Estimators Project Managers Project Controls Managers Contract Administrators Cost Managers Attendees will meet over the 3 days to discuss the latest techniques, standards and issues facing the industry today and in the future.
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Abu Arqoub, M., Langston, C. A., & Skulmoski, G. J. (2018). Measuring End-User Delight: Is Success in Project Design and Delivery Enough?. Paper presented at 11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference , Sydney, Australia.
Abu Arqoub, Muath ; Langston, Craig Ashley ; Skulmoski, Gregory James. / Measuring End-User Delight: Is Success in Project Design and Delivery Enough?. Paper presented at 11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference , Sydney, Australia.10 p.
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title = "Measuring End-User Delight: Is Success in Project Design and Delivery Enough?",
abstract = "This paper explores a new approach for measuring project success, and makes the case that end-user delight is a necessary part of performance review. Regardless of project type, there are three generic phases that all successful projects must navigate: initiate, implement and influence. These are translated into their primary goals of design, deliver and delight. Evaluation of any project can be undertaken using the lenses of its financial, social, political and environmental context. The aim in this paper is to unpack the method for measuring delight via satisfaction surveys of project customers, such as client, end-users and local community. Two 5-point Likert scales, with scores multiplied together, are recommended to assess opinions, enabling a four-quadrant model to be produced reflecting ‘wants’ and ‘needs’. Successful projects, therefore, can be described by the percentage of respondents who have a positive view that their wants and needs have been largely achieved. Four specific success factors for measuring end-user delight are proposed in this paper, and comprise desirable (i.e. attractiveness), adaptable (i.e. flexibility), practicable (i.e. fit for purpose) and serviceable (i.e. enduring). They too are generic. These factors form part of a larger framework, known as i3d3, which can assess and rank project success and provide an opportunity for feedback that closes the loop between designer intent and customer effect. This paper sets out a possible way forward to compare future projects in a consistent and objective manner, with particular emphasis on the post-delivery phase. Keywords: adaptable, desirable, practicable, project success, serviceable",
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Abu Arqoub, M, Langston, CA & Skulmoski, GJ 2018, 'Measuring End-User Delight: Is Success in Project Design and Delivery Enough?' Paper presented at 11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference , Sydney, Australia, 18/11/18 - 20/11/18, .

Measuring End-User Delight: Is Success in Project Design and Delivery Enough? / Abu Arqoub, Muath; Langston, Craig Ashley; Skulmoski, Gregory James.

2018. Paper presented at 11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference , Sydney, Australia.

Research output: Contribution to conferencePaperResearchpeer-review

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T1 - Measuring End-User Delight: Is Success in Project Design and Delivery Enough?

AU - Abu Arqoub, Muath

AU - Langston, Craig Ashley

AU - Skulmoski, Gregory James

PY - 2018/11/18

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N2 - This paper explores a new approach for measuring project success, and makes the case that end-user delight is a necessary part of performance review. Regardless of project type, there are three generic phases that all successful projects must navigate: initiate, implement and influence. These are translated into their primary goals of design, deliver and delight. Evaluation of any project can be undertaken using the lenses of its financial, social, political and environmental context. The aim in this paper is to unpack the method for measuring delight via satisfaction surveys of project customers, such as client, end-users and local community. Two 5-point Likert scales, with scores multiplied together, are recommended to assess opinions, enabling a four-quadrant model to be produced reflecting ‘wants’ and ‘needs’. Successful projects, therefore, can be described by the percentage of respondents who have a positive view that their wants and needs have been largely achieved. Four specific success factors for measuring end-user delight are proposed in this paper, and comprise desirable (i.e. attractiveness), adaptable (i.e. flexibility), practicable (i.e. fit for purpose) and serviceable (i.e. enduring). They too are generic. These factors form part of a larger framework, known as i3d3, which can assess and rank project success and provide an opportunity for feedback that closes the loop between designer intent and customer effect. This paper sets out a possible way forward to compare future projects in a consistent and objective manner, with particular emphasis on the post-delivery phase. Keywords: adaptable, desirable, practicable, project success, serviceable

AB - This paper explores a new approach for measuring project success, and makes the case that end-user delight is a necessary part of performance review. Regardless of project type, there are three generic phases that all successful projects must navigate: initiate, implement and influence. These are translated into their primary goals of design, deliver and delight. Evaluation of any project can be undertaken using the lenses of its financial, social, political and environmental context. The aim in this paper is to unpack the method for measuring delight via satisfaction surveys of project customers, such as client, end-users and local community. Two 5-point Likert scales, with scores multiplied together, are recommended to assess opinions, enabling a four-quadrant model to be produced reflecting ‘wants’ and ‘needs’. Successful projects, therefore, can be described by the percentage of respondents who have a positive view that their wants and needs have been largely achieved. Four specific success factors for measuring end-user delight are proposed in this paper, and comprise desirable (i.e. attractiveness), adaptable (i.e. flexibility), practicable (i.e. fit for purpose) and serviceable (i.e. enduring). They too are generic. These factors form part of a larger framework, known as i3d3, which can assess and rank project success and provide an opportunity for feedback that closes the loop between designer intent and customer effect. This paper sets out a possible way forward to compare future projects in a consistent and objective manner, with particular emphasis on the post-delivery phase. Keywords: adaptable, desirable, practicable, project success, serviceable

UR - https://icecpaqs2018.com/proceedings/

M3 - Paper

ER -

Abu Arqoub M, Langston CA, Skulmoski GJ. Measuring End-User Delight: Is Success in Project Design and Delivery Enough?. 2018. Paper presented at 11th International Cost Engineering Council (ICEC) World Congress & the 22nd Annual Pacific Association of Quantity Surveyors Conference , Sydney, Australia.